Leaders are investing in training.
Teams care deeply about their guests.
The experience is thoughtful, elevated, and service-driven.

And yet…

Retail results are flat.
Recommendations feel inconsistent.
And even your strongest providers hesitate when it’s time to “sell.”

This isn’t a product problem.
And it’s not a talent problem either.

It’s a disconnection problem.

What I’m Seeing Across the Industry

After more than 40 years working inside spas, salons, resorts, and medspas, I can tell you this:

Today’s teams are not resistant to retail because they don’t understand it.

They’re resistant because it doesn’t feel aligned.

They don’t want to:

• Sound scripted
• Feel pushy
• Break the flow of the service
• Or risk losing trust with their guest

So instead… they stay quiet.

And when that happens, something important is lost.

Because retail—when done correctly—is not about selling.

It’s about completing the service.

The Real Cost of Retail Disconnection

When retail is missing or inconsistent, it impacts more than just revenue.

It affects:

• Guest results (no homecare = no continuity)
• Client retention
• Team confidence
• And your overall brand experience

Your guest leaves without the full solution.
Your team leaves feeling unsure.
And your business leaves money—and loyalty—on the table.

Not because people don’t care.

Because they’ve never been shown a better way.

What Needs to Change (And Why It Matters Now)

The spa industry has evolved.

Your sales approach needs to evolve with it.

Scripts don’t work anymore.
Pressure doesn’t work anymore.
“Just ask at checkout” definitely doesn’t work anymore.

What does work?

A shift in how your team:

• Thinks about retail
• Communicates with intention
• And understands their role as a trusted guide—not a salesperson

This is where transformation happens.

Introducing The Sacred Sales Floor

At ISPA, I’ll be sharing what I call the Seven Sacred Sales Shifts—a framework designed to rebuild retail results from the inside out.

This is not about:

• Memorizing scripts
• Pushing product
• Or adding pressure to your team

It’s about creating a Sacred Sales Culture where:

• Retail feels natural, not forced
• Teams feel confident, not uncomfortable
• And guests receive a complete, elevated experience

Because when retail is aligned with service…

Everything changes.

A Preview of What We’ll Unlock Together at ISPA

During this session, we’ll go deeper into:

• What’s really driving retail resistance in today’s teams
• How fear and self-doubt quietly impact performance
• The mindset shifts that rebuild confidence instantly
• And how to create a consistent, elevated recommendation experience across your entire team

This isn’t just theory.

It’s the work I’ve implemented inside luxury spas, global brands, and high-performing teams for decades.

And it works.

For the Leaders Ready to Shift the Culture

If you’re leading a spa, managing a team, or responsible for performance…

This is your moment to reset the conversation around retail.

Not as a metric.
Not as a pressure point.

But as a core part of the guest experience.

Because the future of spa success isn’t just about service.

It’s about how well your team can:
connect, recommend, and complete the experience.

Join Me at ISPA

If you’ll be attending ISPA, I’d love to see you in the room.

And if you’re not…

This conversation is just getting started.

Because retail isn’t going away.

But the way we approach it?

That’s ready for a transformation.

The post Retail Isn’t Dead—It’s Disconnected (And That’s What I’m Addressing at ISPA) appeared first on Carol Phillips BEAUTEESMARTS GLOBAL.

OAKLAND, Calif., July 30, 2018 /PRNewswire/ — The Labor Commissioner’s Office issued more than $1.2 million in wage theft citations to a Temecula nail salon for misclassifying and failing to properly pay 36 workers. An investigation found that the workers at Young’s Nail Spa were not paid an hourly rate and not paid overtime despite working up to 50 hours a week.

“Using misclassification as a business model not only denies workers of their rightful pay, but also gives the employer an unfair advantage over law-abiding businesses,” said Labor Commissioner Julie A. Su. “California law is clear that if employers pay less than the minimum wage, when they are caught they will be responsible for paying not just the wages owed, but an equivalent amount in liquidated damages plus interest.”

The Labor Commissioner’s Office launched its investigation when the Labor and Workforce Development Agency referred the case following notification of a complaint filed through the Private Attorneys General Act. Investigators audited the business records over a 40-month period and determined that 36 workers employed at the salon were paid for each salon service performed instead of the total hours worked. Shifts averaged 9.5 to 10 hours per day but workers were not properly paid for overtime, nor provided proper meal and rest breaks. Young’s Nail Spa also failed to carry valid workers’ compensation insurance coverage during the last three years.

The $1,242,227 citation amount includes $670,040 payable to workers and $572,187 in civil penalties. Of the total due to workers, $126,702 is for minimum wage violations plus $17,375 in interest, $144,076 for liquidated damages, $118,825 for failure to pay overtime, $92,492 for not providing final paychecks as required by law, $87,155 for improperly paid rest periods, $65,312 for not providing proper itemized wage statements, and $18,103 for meal period violations.

The civil penalties include $207,887 for failure to maintain valid workers’ compensation insurance, $160,000 for misclassifying workers as independent contractors, $104,000 for not providing proper wage statements and $100,300 for penalties associated with the wage violations.

Enforcement investigations typically include a payroll audit of the previous three years to determine minimum wage, overtime and other labor law violations, and any payments owed and penalties due are calculated. Civil penalties collected are transferred to the State’s General Fund as required by law.

Required workplace postings on wages, hours and working conditions must be posted in an area frequented by employees where it may be easily read during the workday. Nail salons have a specific posting required for all Barbering and Cosmetology Licensees.

Worker misclassification is the practice of knowingly misclassifying an employee as an independent contractor. It deprives employees of minimum wage and overtime protections, as well as workers’ compensation coverage if injured on the job, and creates an unfair playing field for responsible employers who honor their lawful obligations to their employees. The Labor Commissioner’s Office enforces laws prohibiting the willful misclassification of workers.

When workers are paid less than minimum wage, they are entitled to liquidated damages  that equal the amount of underpaid wages plus interest. If a worker quits, final wages are due within 72 hours of the notice. Waiting time penalties are imposed when the employer intentionally fails to pay all wages due to the employee at the time of separation. This penalty is calculated by taking the employee’s daily rate of pay and multiplying it by the number of days the employee was not paid, up to a maximum of 30 days.

The Division of Labor Standards Enforcement, or the Labor Commissioner’s Office, is the division within the Department of Industrial Relations (DIR) with wide-ranging enforcement responsibilities including adjudicating wage claims, inspecting workplaces for wage and hour violations, investigating retaliation complaints and educating the public on labor laws.

In 2014, Labor Commissioner Su launched the Wage Theft is a Crime multilingual public awareness campaign. The campaign defines wage theft and informs workers of their rights and the resources available to them to recover unpaid wages or report other labor law violations.

Employees with work-related questions or complaints may contact DIR’s Call Center in English or Spanish at 844-LABOR-DIR (844-522-6734).

Members of the press may contact Erika Monterroza or Paola Laverde (510) 286-1161, and are encouraged to subscribe to get email alerts on DIR’s press releases or other departmental updates.

The California Department of Industrial Relations, established in 1927, protects and improves the health, safety, and economic well-being of over 18 million wage earners, and helps their employers comply with state labor laws. DIR is housed within the Labor & Workforce Development Agency. For general inquiries, contact DIR’s Call Center at 844-LABOR-DIR (844-522-6734) for help in locating the appropriate division or program in our department.

https://www.facebook.com/CaliforniaDIR   

https://twitter.com/CA_DIR 

http://www.youtube.com/CaliforniaDIR  

http://www.dir.ca.gov/email/listsub.asp?choice=1

SOURCE California Department of Industrial Relations; California Labor Commissioner’s Office

https://www.prnewswire.com/news-releases/labor-commissioner-cites-nail-salon-1-2-million-for-misclassification-and-wage-theft-of-36-workers-300688627.html

The post Labor Commissioner Cites Nail Salon $1.2 Million for Misclassification and Wage Theft of 36 Workers appeared first on Carol Phillips BEAUTEESMARTS GLOBAL.

“We are in the business of beauty. While it is about doing a great facial, soothing massage or speedy waxing, it is still a business that offers these services and products,” said Phillips. “Yet many therapists and owners forget that you have to sell something and that it’s OK to make a profit.”

Phillips, who is known as “The Diva of Retail,” says businesses can underperform by 20% on average. During her keynote speech, Phillips will discuss several tips that everyone can put to work right away to increase sales.

“Face & Body always draws beauty professional who love to learn! One thing that I have experienced over the years as a keynote speaker is that the spa peeps that attend Face & Body are serious about their craft and their business,” Phillips said. “For the first time, Face & Body is offering attendees a keynote on Monday morning and I am thrilled to ‘take care of business’ with everyone there.”

The CEO and founder of BeauteeSmarts, Phillips offers full-service consulting, marketing, branding, service training and sales programs. She has trained and consulted for tops spas such as Miraval, Hilton, Waldorf Astoria, Encore, Wynn, Canyon Ranch Resorts, Sea Island and Elizabeth Arden Red Door Spas. Her unique perspective helps drive sales at every link in the beauty business—from product vendors, distributors, sales represen­tatives, chains, five-star resorts, day spas, medical spas, salons, solopreneurs and schools.

– See more at: http://www.skininc.com/spabusiness/leaders/people/Retail-Diva-will-help-you-drive-sales-at-Face–Body-Northern-California-420402103.html#sthash.MRc6XMnH.dpuf

The post Retail Diva Will Help You Drive Sales at Face & Body Northern California appeared first on Carol Phillips BEAUTEESMARTS GLOBAL.

 
Original Post by my buddy Winn Claybaugh on his FaceBook Page

The Good Fortune documentary tells the inspirational life story of Paul Mitchell CEO, John Paul DeJoria. Learn how he has used business to make the world a better place while becoming one of America’s most celebrated entrepreneurs. The film is coming to select theaters this month. We can’t wait to experience it and encourage you to gather your friends and family to see it, too! #PMTS #GoodFortuneMovie

Watch the trailer here: https://www.youtube.com/watch?v=6oxT2rJXBaM

Find out if Good Fortune is coming to a city near you: http://bit.ly/2spE7zS

Carol Note:  Go see this movie.  I don’t care what brand of beauty products you have in your salon, we all need a mega dose of entrepreneurial spirit.  XOXO Carol

The post Must See New Movie About The Inspirational Life Of John Paul DeJoria appeared first on Carol Phillips BEAUTEESMARTS GLOBAL.

Sonoma Mission Inn is expected to pay nearly $1 million to settle a class-action lawsuit with former spa employees.

A tentative ruling Tuesday from Judge Rene Chouteau gave final approval to the 103-member class, each expected to receive an average of $6,200. Chouteau also approved a $331,000 payout to the San Francisco-based lawyers, finding the amount was high for Sonoma County but justified considering no local lawyers would take the case without a retainer.

The Willow Stream Spa workers claimed unfair labor conditions spanning 2012 to 2015. Some reported being scheduled to provide treatments without adequate breaks. Others said they received no overtime when working more than 40 hours per week.

http://www.pressdemocrat.com/business/6951510-181/sonoma-mission-inn-to-pay#

PC: John Burgess/ The Press Democrat

The post Sonoma Mission Inn to pay $1 million in spa-worker case appeared first on Carol Phillips BEAUTEESMARTS GLOBAL.

Terms of the deal were not disclosed. But with sales of $240m last year, Dermalogica will be no more than a bolt-on acquisition for Unilever, which had sales of €48.4bn last year.

The maker of Dove soap, Flora margarine and Persil washing powder has been looking inject more growth into its portfolio by increasing sales of personal care goods to two-thirds of the total, up from 37 per cent currently.

As part of this effort, the Anglo-Dutch company acquired REN Skincare, a niche brand that specialises in natural ingredients, earlier in April. It also struck a deal to buy independent prestige brand, Kate Somerville Skincare last month.

Founded in 1986, Dermalogica has grown to become the leading skincare brand used in professional salons and spas.

Paul Polman, Unilever CEO, said in a statement:

Dermalogica enjoys an outstanding reputation and incredible awareness among skin care professionals and consumers alike, and has a clear positioning as a superior skin health brand that perfectly complements the rest of our Prestige offering.

The post Unilever bulks up on prestige with Dermalogica appeared first on Carol Phillips BEAUTEESMARTS GLOBAL.

5 Key Tips for Producing Signs That Sell

1. Handmade Signs vs. Machine Made Signs
Salon signs should always be machine made. Hand printed signs look elementary to the consumer. My only exception is when I design a bridal display and use calligraphy to simulate wedding invitations. You can produce machine made signs from several sources.

If you are computer friendly, you already have access to professional looking signs. Some of the new publishing programs make signing a snap. If you’re not artistically inclined even on a computer, don’t fret. Look in your local yellow pages under desk top publishing. There should be an abundance of professionals who can design your signs. Some of the quick copy places have added desk top publishing in their stores.

Check your local college’s computer graphics department for someone to help produce your signs. College kids always need extra money. I have recently used a franchise sign company that makes instant signs and charges super prices.

2. Size It Up
The ideal sign should be no smaller than 5 1/2″ by 7″. As those 76 million Baby Boomers age the eyesight has a tendency to weaken. Avoid small shelf clip signs, they can be too small for the clients to read. Blow-up your message to poster size and place it at the reception desk and service area.

3. lnfo Crazy
When you are making a sign include 4 key items: Name of brand – Especially if the product line you are featuring has been spending big bucks on national advertising. Play off the name of the company with their advertising.

Price – Put the price of the item featured on the sign. If the item will save the client money by buying from your salon, tell them. Put you competitor’s price on the sign. Store X is charging $5.95. Hot Locks has the same item for $5.25.

Savings– Highlight in the sign any savings the shopper will benefit from: 10% Off or Save $1.25. I am a big fan of discounting products over services. Take advantage of your distributor’s monthly specials to give your clients’ savings.

Feature Plus Benefit – On your sign tell the client why this particular item would be beneficial for them by highlighting the unique feature. Avoid the trap of “it’s a great shampoo,” the client needs more information to make a decision. Let your sign tell the story. Look in your product guide for a strong statement tagging the feature/benefit of the product.

4. Getting Framed
Complete the image by finishing off the sign with the appropriate frame. Display it in the salon in a Lucite holder, a laminated frame or a matte frame for extra attention.

5. Financial Times
Good signs do pay off. One market study showed that scores featuring machine made signs sold over 200% more merchandise compared to stores with no signs. Signing in the salon is a 24 hour a day duty. Signs will talk about your product and can be thought of as a way to add sales staff at a fraction of long-term cost.

For more information on Carol’s books,  seminars, please contact her: 760.429.7772

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“Everything I do is to help drive sales,” said Carol Phillips, as she introduced herself at the 2013 Millennium Conference in Scottsdale, Arizona. And, Phillips, a former salon and spa owner and the founder of Beautee Smarts, did just that in an hour-long breakout session which was jam-packed with strategies, tips and inspiration.

The sales guru pointed out six areas where she believes most beauty businesses are missing the mark in sales:

Lack of Focus: What does the shopper see when they walk in your front door? “Take out your phone and take a picture as you walk in your salon,” she advised. “Is there a clear focus, clear message, a clear retail department?” She encouraged attendees to find the flavor of their business, then determine whether their space needed a makeover.

Lack of Shopping Excitement: On average, a client needs to see a promotion an average of five times, advised Phillips.  “And the key place to put signage is in the retail area, at the station, in the treatment room, in the relaxation area and at check out,” Phillips stressed that displays need to rotated every 4-6 weeks or shoppers and staff develop blinders. “And every time a client comes in your salon, you need to give them a reason to buy today, whether it’s a seasonal special, a problem-solving solution or a can’t-miss promotion.”

Lack of Ownership or Leadership: Next, Phillips challenged owners on whether they made time to manage, plan, organize and think about their businesses. She recommended that owners book an extra day following the next educational event they attend just so they can take what they learned and turn it into an action plan. “You always have to ask yourself if are you doing the most productive thing for your business, or are you just being busy?” she said.

Lack of Branding: Clients need to see your brand outside your salon and as soon as they walk in the door. “And it should be on the wall behind the front desk where they see when they make out their checks,” she said. Phillips asked owners if they have a signature smell, then challenged them to consider how their branding appears in their shopping center or in their community. “Your brand and message should answer two questions for anyone seeing it is So what?’ and ‘Why you?'”

Lack of Customer Contact: When you put a sales message out into the world, you have to cut through the clutter, and you can do that by providing valuable content to your customers, such as tips, technique and beauty advice. “You need to become the go-to experts for your clients,” said Phillips.

Lack of Staff Training: Finally, Phillips advised owners that, especially the younger generations, they need to more than offer product knowledge. “You also have to teach people skills like making eye contact and how to shake hands,” says Phillips. “And, you need to give staff selling skills, ongoing retail training and you need to make training fun.”

https://www.salontoday.com/article/10613/6-fatal-mistakes-most-beauty-businesses-make

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